English Lead

6 days ago

Bedford, Bedford, United Kingdom Work Learn Live Blmk Full time
Job Summary

We are seeking a highly skilled and experienced English Lead to join our team at Work Learn Live Blmk. The successful candidate will be responsible for providing support to the Complaints Manager, Patient Experience Matron, and General Managers of all services as required in the management and coordination of the complaints process.

Main Responsibilities
  • Complaints Database Management: Maintain the Trust's database on complaints and monitor and report on complaint trends.
  • Positive Image Promotion: Promote a positive image of the complaints procedure to patients, carers, relatives, and staff.
  • Patient Advice and Liaison Service (PALS) Support: Assist in the management of PALS, concerns, and formal complaints and support members of staff on the investigation of complaints, providing guidance as required.
  • Response Drafting and Follow-up: Draft responses back to complainants and action follow-up to formal responses to ensure statutory time limits are met.
  • Cross-Coverage and Relationship Building: Cross-cover for other complaint leads when required and build a good working relationship with staff members within the Trust and externally.
  • Problem-Solving and Training: Resolve day-to-day problems independently of the General Manager (GM)/Head of Nursing (HoN), as appropriate, and support, advise, and train the complaints administrator(s) and officers.
  • Action Plan Monitoring and Dissemination: Monitor any action plans on a regular basis and liaise with staff within the Clinical Service Line (CSL) to ensure that these are being addressed within the agreed timeframes.
  • Service Improvement and Risk Management: Ensure that service improvement ideas and requirements arising from complaints are disseminated and actioned, and co-ordinate update and input of actions identified on the risk management systems.
  • Deputisation and Other Duties: Deputise for the Complaints Managers when required and undertake any other duties relevant to the purpose of the post.
Key Requirements
  • Qualifications: Higher education (A Level qualification or equivalent) and minimum grade C or above GCSE English.
  • Experience: Administration experience, including use of MS Office tools, and good command of the English language. Professional Registrant e.g. NMC/AHP or equivalent.
  • Knowledge and Skills: Experience of writing complaint responses, working in a complex organisation, and engaging with different stakeholders. Knowledge of NHS Complaints/PALS and patient experience agenda, and ability to remain objective in difficult situations.

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